customer-centric study 2016 - summary charts

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Customer-Centric StudySummary ChartsAugust-October 2016

Supply Chain Insights LLC Copyright © 2016, p. 2

Agenda

Study Overview

Supply Chain Organization

Customer-Centric Supply Chain

Order Management

Supply Chain Insights LLC Copyright © 2016, p. 3

Study Overview

Supply Chain Insights LLC Copyright © 2016, p. 4

Most Respondents Are Manufacturers, Primarily in Process Industries with $4.5B Average Revenue

Supply Chain Insights LLC Copyright © 2016, p. 5

The Most Common Industries Represented Are CPG and Food & Beverage

Supply Chain Insights LLC Copyright © 2016, p. 6

Nearly All Work in a Supply Chain Role,Nearly Half Are Director or Higher,

and About Half Are Based in the Americas

Supply Chain Insights LLC Copyright © 2016, p. 7

Agenda

Study Overview

Supply Chain Organization

Customer-Centric Supply Chain

Order Management

Supply Chain Insights LLC Copyright © 2016, p. 8

Most Have a Supply Chain Organization, with an Average of Seven Functions Reporting into It

Supply Chain Insights LLC Copyright © 2016, p. 9

The Most Common Supply Challenges Include Needing Improvement, Being Cautious, and Functioning Inside-out

Supply Chain Insights LLC Copyright © 2016, p. 10

Top Elements of Business Pain Include Demand/Supply Volatility, Alignment, Supply Chain Visibility and Data Access

Supply Chain Insights LLC Copyright © 2016, p. 11

Agenda

Study Overview

Supply Chain Organization

Customer-Centric Supply Chain

Order Management

Supply Chain Insights LLC Copyright © 2016, p. 12

Distributors Are the Most Common Customer Type, but Bricks & Mortar Retailers Are More Often the Primary

Supply Chain Insights LLC Copyright © 2016, p. 13

“Customer-Centric” Means Meeting Customer Needs, Driving Customer Value, Improving Customer Satisfaction

and Being Flexible

Supply Chain Insights LLC Copyright © 2016, p. 14

Less Than Half Rate Their Supply Chain Overall as Being “Customer-Centric”

Supply Chain Insights LLC Copyright © 2016, p. 15

Respondents Credit Service, Partnership, Satisfaction, and Adaptability for Their Success at Being “Customer-Centric”

Supply Chain Insights LLC Copyright © 2016, p. 16

Respondents Blame Culture, Cost, Silos, and a Lack of Planning for Their Difficulties Being “Customer-Centric”

Supply Chain Insights LLC Copyright © 2016, p. 17

A Majority Report Having a Strategy for Developing a Customer-Centric Supply Chain for Customers

Supply Chain Insights LLC Copyright © 2016, p. 18

Respondents Have Three Customer Types on Average and a Customer-Centric Strategy for Two on Average

Supply Chain Insights LLC Copyright © 2016, p. 19

Three-Quarters Have a Customer-Centric Strategy for Their Primary Customer and Over Half Report They Are

Customer-Centric

Supply Chain Insights LLC Copyright © 2016, p. 20

Supply Chains Are More Customer-Centric for Primary Customers Than Other Customers

Supply Chain Insights LLC Copyright © 2016, p. 21

Most Important Elements to Becoming Customer-Centric Include Executive Team Understanding, Product Quality,

and Sales-Operations Alignment

Supply Chain Insights LLC Copyright © 2016, p. 22

Sales-Operations Alignment and New Product Launch Reliability Are Important but Low-Performing Elements

Towards Becoming Customer-Centric

Supply Chain Insights LLC Copyright © 2016, p. 23

Greatest Performance Gaps in Elements to Being Customer-Centric Are Extended Network Visibility, Item Complexity, and

Sales-Operations Alignment

Supply Chain Insights LLC Copyright © 2016, p. 24

Most Common Customer-Centric Practices Are Scorecards and Customized Products/Services

Supply Chain Insights LLC Copyright © 2016, p. 25

Scorecards Are the Most Common Practice, but Customized Products/Service and CPFR Are Most Important

Supply Chain Insights LLC Copyright © 2016, p. 26

Cost-to-Serve Analysis Is the Primary Customer-Centric Policy That Is Important but Under-Performing

Supply Chain Insights LLC Copyright © 2016, p. 27

Greatest Performance Gaps for Customer-Centric Practices Is for Cost-to-Serve Analysis

Supply Chain Insights LLC Copyright © 2016, p. 28

Agenda

Study Overview

Supply Chain Organization

Customer-Centric Supply Chain

Order Management

Supply Chain Insights LLC Copyright © 2016, p. 29

Phone, email, fax or postal mail

Spreadsheets

EDI / XML - with MINIMAL intervention

Enterprise Web Portals

EDI / XML - with MANUAL intervention

Vendor Managed Inventory (VMI)

ERP plus Value-Added Networks (VANS)

Business Networks or Industry Process Hub

68%

48%

45%

43%

41%

36%

16%

11%

29%

4%

21%

13%

18%

5%

2%

2%

Customer Order Types for Primary Customer: Use and Most Common

Most Common

Use3 on average

EDI/XML (electronic data interchange):

66% use50% most common

Top Three Order Types Are Phone/Email/Fax/Mail, EDI/XML, and Spreadsheets

_________________________________________Source: Supply Chain Insights LLC, Customer-Centric Supply Chain Study (Aug-Oct, 2016)Base: Manufacturers, Distributors, 3PLs who sell physical products (n=56)Q25. Which of the following types of customer orders does your company typically process for your primary type of customer? Please select all that apply. Q26. Which ONE of these customer order types is most common at your company?

Supply Chain Insights LLC Copyright © 2016, p. 30

Most Common Order Type for Primary Customer Is Phone/Email/Fax/Mail

Supply Chain Insights LLC Copyright © 2016, p. 31

While Nearly Half Use Spreadsheets to Process Order, They Are Only Used for Six Percent of Orders on Average

Supply Chain Insights LLC Copyright © 2016, p. 32

Average Order Cycle Time Is Eight Days for Most Common Order Type for Primary Customer – a Decrease for Half of Respondents

Supply Chain Insights LLC Copyright © 2016, p. 33

Order Cycle Times Decrease Due to Improved Planning, Efficiency, and Requirements and Increase Primarily Due to

Order Rates

Supply Chain Insights LLC Copyright © 2016, p. 34

An Average of Two Order Characteristics Get Discounts, Primarily Full Truckloads and Full Pallets

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